ITS

Queen's University
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Information Technology Services
Information Technology Services

Response Levels


ITS will monitor service health and respond to failures and significant performance problems with any of the systems supporting the service according to the following schedule:

System Interruptions Occurring

Target Response Time

Monday-Friday 8:00 am to 4:30 pm

Within 20 minutes of initial pager alert

Monday-Friday 4:30 pm to 1:00 am

Within 1.5 hours of initial pager alert

Saturday-Sunday & Stat holidays 10am to 8pm 

Within 1.5 hours of initial pager alert

All other times

Next coverage period

Notification will occur using the Notification process, including posting to the Notifications panel of the ITS website . Repair of failed system components and restoration of service can normally be expected to be completed within one business day under the terms of negotiated service contracts for this equipment.